Retail’s Incremental Total Experience Shift: Select Brands See Significant Improvement

Short summary

Forrester assessed 41 US retailers and found an average Total Experience score of 59.1/100, with a statistically significant year-over-year improvement of 0.4 points. The data indicates retail brands have substantial room to enhance customer experience and competitive differentiation.

• •Average retail customer experience score: 59.1/100
• •Year-over-year improvement: +0.4 points (statistically significant)
• •Study covered 41 major US retailers

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